Manager, Technical Support

About the Role The Manager, Technical Support leads a team of Technical Support Engineers while ensuring high-quality customer outcomes across Litera’s product portfolio. This role blends people leadership, escalation ownership, operational rigor, and coaching to drive performance, accountability, and continuous improvement.

The Manager acts as a leadership-level player-coach—not by owning individual cases, but by guiding teams through complexity, owning high-risk escalations, setting clear expectations, and building a strong, resilient support culture. What You'll Do

• Lead, coach, and develop a team of Technical Support Engineers across experience levels. Conduct regular 1:1s, performance check-ins, and quarterly development conversations. Set clear expectations for ownership, communication, and case quality. Identify skill gaps and drive targeted coaching, mentoring, and enablement plans. Support onboarding of new hires, ensuring clarity on tools, processes, and support standards. Foster a psychologically safe, high-performance culture grounded in accountability and empathy.
• Own customer escalations and serve as the primary leadership point for high-impact or high-risk issues. Partner with Support Engineers to create and drive clear escalation plans. Proactively identify cases at risk of SLA breach and intervene early. Ensure consistent, timely, and empathetic communication to customers during escalations. Act as a liaison between Technical Support, Professional Services, Engineering, Product, CloudOps, and Account Teams.
• Oversee daily support operations, including queue health, workload distribution, and backlog management. Monitor and manage SLA adherence, aging cases, reopen trends, and risk indicators. Lead operational reviews to assess performance and prioritize actions. Ensure consistent use of support tools, workflows, and documentation standards. Participate in a rotating Manager on Duty (MOD) program, which provides leadership-level oversight for escalations, critical incidents, and high-impact customer issues outside of regular business hours.
• Own support quality standards across tone, clarity, technical accuracy, and documentation. Track CSAT, First Contact Resolution, reopen rates, and escalation trends, and other KPIs. Perform root-cause analysis and implement improvement plans. Identify recurring issues and drive systemic improvements through documentation, process, and tooling.
• Ensure adherence to support playbooks, escalation paths, and entitlement policies. Champion knowledge sharing and consistent documentation usage. Encourage Knowledge Base contributions and continuous learning. Support adoption of GenAI tools while maintaining quality standards.
• Build strong relationships with Engineering, Product, Customer Success, and Leadership. Represent Support in cross-functional escalations and risk discussions. Provide leadership visibility into trends, risks, and improvement initiatives. What We're Looking For
• 5+ years of experience in technical or customer support, preferably in SaaS or enterprise software
• 2+ years of experience in a people leadership or team lead role
• Proven experience owning customer escalations in SLA-driven environments
• Strong understanding of support operations, workflows, and performance metrics
• Experience with tools such as Salesforce Service Cloud, Jira, or similar platforms
• Excellent written and verbal communication skills Nice to Have
• Experience in legal tech or document lifecycle software
• Familiarity with KCS, QA programs, or service improvement frameworks
• Experience leading distributed or global teams Compensation & Benefits
• Why Join Litera? The company culture emphasizes helping each other grow, doing the right thing, and amplifying impact, creating an exciting and fulfilling work environment
• Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together